communicating with your customers what they see and hear
DESCRIPTION
Why communicate with your customers? “The volume and value of communications keeps employees inspired, customers loyal [and] prospects engaged.” - Don Rigby Integrated MARCOM, Inc.TRANSCRIPT
Why communicate with your customers?
•Keeps us front of mind•Provides customers with
relevant information•Makes the relationship
profitable
Why communicate with your customers?
“The volume and value of communications keeps employees inspired, customers loyal [and] prospects engaged.”
- Don RigbyIntegrated MARCOM, Inc.
Why communicate with your customers?
Almost 2/3 of customers who leave do so because of a feeling of indifference.
Ways We Communicate
• Face to Face• Telephone• Print Media• Email• Internet
• Social Media• Physical Shop Space
Face to Face
• “Face-to-face communication remains the most powerful human reaction.”
- Kathleen Begley, Ed. D.
Face-to-Face Situations• Success and Celebration• Conflict• Hurt Feelings• High Priority• Large Sums of Money
Telephone and Email
• Great for initial contact• Support medium• Can substitute for face-to-face
interactions over long distances
Print, Internet & Social Media
• Broad coverage• Keeps you front-of-mind• Further market more useful
products and services
The Invoice•Provides the customer with pertinent information
•Gives detailed record
•Customer understands what s/he is paying for
•Forces frequent communication andaccountability
The Shop
• Clean (or at least well-organized)• No Chaos• Welcoming, ESPECIALLY employees• Can they understand how things work just by
walking through?• Don’t forget the bathroom!
Am I communicating too soon?
• It is never too soon to communicate with your customer
• You are never communicating too much• Try to have all the facts• Mistakes happen – communicate your mistakes as
well as your success• Short, frequent works better than long, infrequent
More than half of communication is
listening
Do you understand their goals and expectations?
everything a customer sees, hears or touches
impacts their experience
The Eclectic Way• Phone or Email• Shop Visit• Car Drop-Off• Detailed, written evaluation• Agreement on Scope and Price
The Eclectic Way• Work Begins• Weekly Invoices• Phonecalls or shop visits at important milestones• Celebrations at Key Milestones• The Unveiling – Dramatic Impact at Completion
of Work• Follow-up and Next Steps
Eclectic Don’ts• Interrupt, Answer Phone, Show Disinterest or
Disrespect (Really, really listen)• Dirt or Dust on Cars• A Car is NOT a Shelf• Keys in Cars Outside or After Hours• Never Mess With the Radio, Mirrors, Seats• Blow Off a Visit